Customer Service Data Entry

Brittany Lacy 202-***-****- Cell

**** ********** ***, ***********, ** 20785 *************@*****.***

Objective-

Seeking to secure an administrative position in the field of Information Technology. Offering extensive

experience working in fast-paced environment, demanding strong organizational, technical and

interpersonal skills.

Highlights-

Proficient in Microsoft Office Suite; Windows 2000; Excel; PowerPoint; Access; Microsoft Word, XP,

Quick Books and juggling busy multi-line phones. Ability to multi-task, Excellent Data Entry skills;

Quick thinker and able problem solver. Accustomed to filing, faxing, and the operations of copiers and

scanners; Soft Dent Scheduler, and US Tracking Database

Experience-

September 2011- Present Washington Post Washington, DC

Customer Care Specialist/Help Desk Support

Responding to complaints and requests for information from customers, independent distributors,

wholesalers and retail partners and assisting in problem solving; Coordinate and provide

Circulation Administration with correct advance orders for MSC and Retail groups; Evaluating

and monitoring performance results within the contract guidelines; recommending process

improvement; giving feedback and guidance; Resolving customer complaints and maintaining

excellent customer relations; Ensuring that penetration and service objectives are met; Coaching,

motivating and providing direction to independent agents and contact center representatives;

Prioritizing and delegating work to ensure that it is completed in a timely and efficient manner;

Completing or assisting with regular and special projects as assigned by management;

Organizing and maintaining filing systems; maintaining records related to specific areas of

assignment. Performing related duties and responsibilities as required.

May 2009- September 2011 Comcast Cable Communication, Inc. Largo,Maryland

Dispatch/Help Desk Technician-

Responsible for providing key support to field personnel to complete all current DOJ (Day Of

Job)activities for all lines of business. Assists Technicians in light troubleshooting of their

Mobile Computers. Resolves escalations from Technicians for troubleshooting. Works with both

internal and external resources and maintains a detailed account in the Work Log in the

appropriate application. Provides operational support to local market field Technicians,

operations support personnel, and other technical and business support groups as needed,

including day-of-installation assistance, as received via inbound call center phone calls or e-mail

notifications. Performs data entry as required and coordinates the resolution of order

discrepancies for customer service orders directly with third party entities. Collaborates with

Local Exchange Carriers (LECs) as the need arises to resolve order issues. Has developed

specialized knowledge/skills in own area. May act as a resource for colleagues with less

experience.

Customer Account Executive-

Provides excellent Customer Service to all customers and employees. Handles telephone and e-mail

inquiries, covering full range of customer services (serviceability and service problems). Prepare

work orders for maintenance requests after determining if field visits are required and ensures

appropriate follow-up procedures are met. Troubleshoots PC/E-mail/modem/home networking

problems with customer; escalates advanced troubleshooting problems to technical support group

when appropriate. Maintains accurate problem call tracking in Helpdesk ticketing system.

Brittany Lacy 202-***-****- Cell

8530 Fieldstone Way, Hyattsville, MD 20785 *************@*****.***

Maintains and coordinates interdepartmental communications. Supports overall goals of

organization; works as a team player. Plans, prioritizes and organizes work with appropriate

timeliness. Respond to requests for technical assistance in person, via phone, electronically.

Diagnose and resolve technical hardware and software issues. Log all help desk interactions.

Track and route problems and requests and document resolutions.

July 2008- September 2008 Apple One Employment Services Columbia, Maryland

Production Technician (2 Month Contract)

Operating within Creative Services, is responsible for providing sign finishing services for Tradeshow

and Exhibits and Design. The duties involved handling, laminating, mounting/trimming graphic signage,

and preparation of packages for shipping to various locations. Coordinates the manual production and

packaging of ordered signage. Production work ranges from producing simple small signage, to

fabrication of complex sign assemblies. Ability to read and calculate information to provide scaled

drawings to finished product. Prepare and apply vinyl cut copy and graphics, including weeding, cutting,

taping, trimming and mounting to substrates. Prepare digitally printed paper rolls for laminating and

application to substrates. Apply graphics to panels, stack and manifest panels, including oversized

substrates and panels. Provide quality control at designated steps on the process.

Office Coordinator (3 Month Contract)

Perform clerical duties as required in support of office functions including but not limited to composing

and typing letters, reports and correspondence; maintain appropriate files; screen and route mail and

documents. Implement new office methods and procedures to ensure accuracy and efficiency; ensure

accurate maintenance of office records, manuals and documents keeping abreast of new policies and

procedures; interpret new directives, policies and regulations and inform appropriate personnel of

changes. Coordinate all office functions to include but not limited to staffing, training, personnel,

supplies, equipment maintenance, repairs and renovations. Resolve office problems independently and

facilitate solutions; confer with supervisor to resolve more complex situations.

March 2008-July 2008 Midtown Personnel Washington, DC

Program Support Assistant (4 Month Contract)

Provides general administrative duties. Such as dictation and bookkeeping. Assists with program

organization, development and implanting a document database. Retrieves and locates files, scanning of

the documents, and the issuance of the documents in a timely fashion (all documents are time sensitive).

Ensuring that all parties have required documents before and after hearings; Answering clients concerns

and complaints, and entering confidential information into the database (Data Entry).

February 2007- December 2007 Klemm Analysis Washington, DC

Administrative Assistant

Provided clerical support by performing typing and clerical duties; Received and filed correspondence,

records, reports and other materials; Answered and directed incoming calls; Created and maintained files

for past, present and prospective cases; Took and received messages when needed; Typed and prepared

correspondence using Microsoft Word; Produced and prepared reports using Access; Reviewed

correspondence for typing errors, conformance to format, and procedural requirements; Contacted courier

service for package pickup; Copied documents when necessary; Managed all incoming packages; Sorted

and distributed all daily mail; Prepared mass mailing projects; Scheduled conference calls using the

Audio Conferencing system; Updated database daily.

December 2005- January 2007 US Department of State Washington, DC

Data Entry Clerk

Brittany Lacy 202-***-****- Cell

8530 Fieldstone Way, Hyattsville, MD 20785 *************@*****.***

Took and received messages as needed; Managed all incoming packages; Update database daily; Sorted

and distributed all daily mail; Prepared mass mailing projects; Completed document preparation by

removing staples, labels, and tabs from required documents; Inserted passport data information into US

Tracking Database, Provided Image Quality Assurance; Preparation of documents for Final Review;

Maintained accuracy and consistent speed in scanning documents

Education-

2006- Present Prince George’s Community College Largo, MD

Pursuing a degree in Computer Engineering.

References- Available Upon Request

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